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How do I create a case for the Support team?

All DAM users can submit a support case to ask questions, resolve issues, or submit product feedback.

Troubleshooting checklist

Complete these troubleshooting steps before submitting a case.
 

Submit a case

If you’re still experiencing the issue, submit a support case. Log in to the DAM Community through SSO, then click Contact support in the main menu. 

We’re able to assist you with:

  • Admin
  • Assets
  • Entries
  • Insights
  • Portals
  • Templates
  • Workflow
  • Mobile app functionality
  • Acquia DAM Community
  • API usage
  • Custom configurations 
 

Case details

For case types that involve troubleshooting an issue, you’ll be asked for specific information like the app where the issue is happening. 

In the open-ended field, the more information you provide us, the faster we can understand and resolve the issue. Consider adding these details: 

  • Your site URL
  • Troubleshooting steps you’ve completed and the results 
  • Steps to reproduce the issue with screenshots
  • Filename of the asset
  • The error text you see
  • When did the issue first start? 

Case escalation

Your case will be routed to a customer support specialist, who provides product expertise by case submission as well as live chat and phone. They handle a high volume of cases, getting to know and understand the needs of hundreds of admins and power users. They’ll reproduce and troubleshoot your issue based on your site setup and permissions, then follow up with you via email.

If the issue requires additional review, the case might be routed to technical specialists or Acquia’s Product and Integration teams for further investigation and resolution.

From there, we will continue to keep you updated on the progress of your case going forwards based on the level of priority.
 

My support cases

To access your support cases submitted through the form or chat, click Support in the main navigation and select My support cases. You can see the case numbers, subjects, statuses, and more.
 

Hours

When you need help or have questions about your Acquia DAM site, DAM Customer Support can be reached during our office hours.

North America: Monday - Friday | 6 a.m - 7 p.m CT 
Europe: Monday - Friday | 10 a.m - 6 p.m CET
India: Monday - Friday | 3 p.m - 11 p.m GMT+5:30

  • Chat online with the Support team (select the question mark icon in the upper right of your DAM site)
  • Submit a support ticket or chat with an expert directly via the Acquia DAM Community
  • Call toll-free: +1 617 356 1696 (USA, Canada, Virgin Islands)
  • Call: +44 (0) 203 473 3181 (international)


Our offices are closed during the following holidays: 

North America
  • New Year’s Day
  • Martin Luther King, Jr. Day
  • Presidents' Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Indigenous Peoples' Day
  • Veterans' Day
  • Thanksgiving
  • Day after Thanksgiving
  • Christmas


Europe

  • New Year's Day
  • Good Friday
  • Easter Monday
  • May Bank Holiday
  • Spring Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day

India

  • New Year's Day
  • Republic Day
  • Holi
  • Eid-al-Fitr
  • Maharashtra Day/Labour Day
  • Eid-al-Adha
  • Independence Day
  • Raksha Day
  • Gandhi Jayanti
  • Diwali
  • Govardhan Puja
  • Gurunanak Jayanti
  • Christmas Day

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